Frequently Asked Questions
I've placed an order online, but need to speak with someone about it/ I've got a question I need answered before I place my order through your website. How do I get in touch?
You can either email us on firstname.lastname@example.org or give us a ring on (01273) 202044. Please note that our office opening hours are 9am - 5pm Monday to Friday, excluding bank holidays.
I've called and left a message/ emailed but nobody's got back to me yet. When can I expect a reply?
Our office opening hours are Monday to Friday 9am - 5pm, excluding bank holidays. If you're calling outside of those times, please leave us a voicemail and we'll get back to you at the first opportunity. If you email us, we'll also get back to you as soon as we can.
How long will my personalised jewellery order take?
Our products are handmade therefore depending on the design, production times vary. Please see the individual product page for an estimated arrival date. Many of our popular designs can be upgraded to our three (working) day express service at an additional cost.
Can I personalise an item at a later date?
Of course, some of our personalised jewellery items including the popular Russian Ring and Family Names necklaces, bangles and rings can be purchased blank for personalisations to be added at a future date.
Can I return/exchange my item?
Goods that are personalised, bespoke or made-to-order to your specific requirements are non-refundable, unless faulty. All other items can be returned if they are in their original packaging within 30 days.
Can I cancel an order?
Once an order is placed online it will usually proceed into the workshop the following day. It is advised that any cancellations need to be made before the order enters the workshop.
Can I have my jewellery item made in 9ct or 18ct gold?
Certainly, our range has expanded into fine jewellery and we can produce many of our designs in 9ct or 18ct gold. If you cannot find a gold listing for the desired piece, please email us at email@example.com to obtain a quote. Please allow time for us to get back to you with a quote and planning in advance of the deadline is advised.
My item has not arrived on time, what should I do?
Once an order has been dispatched via Royal Mail you should recieve a confirmation shipping email. Your order can be tracked here http://www.royalmail.com/ We have heard that on occasion, some lazy posties don’t always leave a delivery card, if the item is too big to fit through the post box they will usually return it to the depot or leave it in a safe place. If the item is not received by the confirmed date, please check with the local depot. Very occasionally items may be delayed by postal services, particularly during peak times such as Christmas, Valentine’s Day etc. Please be assured we will dispatch the item in time but unfortunately have no control or are able to influence the postal system in any way. Please be patient if this is the case and keep tracking the item via the Royal Mail website.
I have ordered the incorrect sized ring, chain or bangle, can these be altered?
We’re more than happy to see if we can rectify the size here in our workshop. Our jeweller will need to see an image of your item, so please email your images and instructions for rework to firstname.lastname@example.org and we will get back to you with a quote.If an incorrect chain length has been ordered and the chain is unworn, please return the chain to our workshop address with your order details, including telephone number and the correct chain length required. We will arrange a refund or additional payment if necessary.
I need an item urgently, what can I do?
If an item is required urgently, please look out for our three day make and dispatch option on the product page. If there is no option on the product page, then this item is not likely available on a speedy turnaround. Items sent on a three day turnaround will be delivered via a special delivery service.
The hand stamping on my necklace looks slightly different to my friends or family’s necklace. Why is that?
Each item is individually handmade in the Posh Totty Designs workshop in Brighton. The beauty of our jewellery is that the personalisation is hand stamped rather than machine engraved, because of this there is sometimes subtle differences between individual stamping styles. Although we try to match the stamping as closely to the product image as possible any irregularities should be appreciated as part of a bespoke design. This allows the handmade quality of the piece to shine through. Unlike engraving, which removes metal to achieve inscription, hand stamping simply displaces it so the weight of the item does not change.
There is a spelling error with my item, what can be done to rectify this?
Eeek! Unfortunately, as all of our jewellery is hand stamped there is occasionally marginal room for human error. Although we take extra care with every piece of jewellery, on very rare occasions a spelling error can occur. If this does happen, we ask for a photo to be sent to us at email@example.com and we will reply with an error returns label. Please print and pop the item to us in the post. The good news is, we will work really hard to turnaround the item in less than a week from the date we receive it.
The black finish has worn off my item, can it be re-applied?
The black finish is a by product of the polishing process and leaves the letters with a black fill (this can wear away over time). It contrasts the hand-stamping against the sterling silver to give the text more clarity. If you purchased your item less than two months ago and the black has worn away, we will be happy to reapply it for you. Alternatively, if the item was purchased more than two months ago, we have a jewellery maintenance service available to purchase here
The gold plate on my item has worn off, what can I do?
If the gold plating on your piece of jewellery has started to wear off and it was purchased more than three months ago, unfortunately, as advised in the product description, this can be the nature of gold plating. We do advise that gold-plating/rose gold plating is a finish and this can wear away over time. It can be affected by elements such as exposure to water, heat, chlorine, chemicals found in body products/perfumes etc. and different skin types. We are happy to re-plate gold plated items if the gold has worn away within the first three months of purchasing however beyond this time there is a £20 re-plating charge. To avoid continual re-plating 9ct pure gold is the best option.
Where is the Hallmark on my necklace?
All our silver jewellery items are Assay standard and Hallmarked when over the required 7.8 grams. The silver we use is 925 sterling silver, so you can feel assured that the silver we use is of highest quality. All solid gold items are hallmarked and certified by Assay. The hallmark should be found on the large hoop of your necklace and can be found on the inside edge of the ring.
Can I add another personalised ring to my necklace?
Of course, we would be happy to add another hand stamped ring to your existing piece of jewellery. Please email us a photo and we can advise on a price.
The rings are not sitting in right order on my Family Names necklace, what can be done?
The good news is this problem is easily fixed. Simply remove the pendant from the necklace chain and move the rings around the jump-ring which holds them together into the correct order. The rings can sometimes muddle in transit.
My silver item has begun to tarnish, what can I do?
Unfortunately, as advised in the product description, silver can be affected by elements such as exposure to water, heat, chlorine, chemicals found in body products/perfumes etc. and different skin types, especially during the summer months.Please follow the following link to our maintenance service to proceed with purchasing our jewellery maintenance service here Please follow the ‘caring for silver jewellery’ instructions on the jewellery maintenance service page
Do you accept bespoke commissions/ adaptions of current designs?
Yes, we sometimes accept bespoke commissions at certain times of the year. Pre Christmas, Valentine’s Day, Mother’s Day are less likely but feel free to email us a photo/ brief to firstname.lastname@example.org
Do we do gift wrapping and gift notes?
Unfortunately we do not offer a gift wrapping service but we're more than happy to add a pretty ribbon when buying a gift for a loved one or include a gift note. Please include any gift note requests in the customer message box when ordering.
Checking map locations for Posh Totty Creates items
Unfortunately, we are unable to check specific locations prior to ordering. If you place an order please make a note in the comments box stating to get in touch if the location is not visible. We can either offer a refund or accept another location preference.
We recommend that you have the latest version of your operating system e.g. Windows, OSX and browser e.g. Safari, Firefox, Internet Explorer. If you are still experiencing issues then please contact us on 01273 757 276 or email us at email@example.com
How do I contact Posh Totty Designs?
The best way to contact us is via email on firstname.lastname@example.org unless a payment needs to be made over the phone. If your prefer to make payment over the phone, you can contact us at our head office telephone number is which is 01273 757 276 and a member of our team will be happy to help you.